BY ORDER OF THE COMMANDER AIR MOBILITY …

1 BY ORDER OF THE COMMANDER AIR MOBILITY command AIR MOBILITY command INSTRUCTION 24-101 VOLUME 14 24 JANUARY 2017 Transportation MILITARY AIRLIFT passenger SERVICE COMPLIANCE WITH THIS PUBLICATION IS MANDATORY ACCESSIBILITY: Publications and forms are available for downloading or ordering on the e- Publishing website at RELEASABILITY: There are no releasability restrictions on this publication. OPR: HQ AMC/A4TP Supersedes: AMCI24-101V14, 24 September 2015 Certified by: HQ AMC/A4T (Col Christine M. Erlewine) Pages: 192 This instruction implements publications, AFI 24-101, passenger Movement and AFI 24-114, Air Transportation Operations (Non-Aerial Port). This instruction establishes policy and procedures for passenger processing and baggage handling and provides uniformity, standardization, and guidance for orderly and efficient passenger operations. Each form in this document is subject to provisions of AFI 33-332, Air Force Privacy Act Program, as required by this volume, and contains a Privacy Act statement either incorporated in the body of the document or in a separate statement accompanying each such document.

2 This volume applies to all active duty, Air Force Reserve command (AFRC) units, Air National Guard (ANG) units upon mobilization, and all other agencies operating passenger Terminals on behalf of the Air MOBILITY command (AMC). Ensure all records created as a result of processes prescribed in this publication are maintained in accordance with Air Force Manual (AFMAN) 33-363, Management of Records, and disposed of in accordance with Air Force Records Information Management System (AFRIMS) Records Disposition Schedule (RDS. Refer recommended changes to this instruction to the Office of Primary Responsibility (OPR) using AF Form 847, Recommendation for Change of Publication; route AF Forms 847 from the field through the appropriate functional s chain of command . This publication may be supplemented at any level, but all supplements must be routed to the OPR of this publication for coordination prior to certification and approval.)

3 This instruction requires collecting and maintaining information protected by the Privacy Act of 1974. System of Records Notice (SORN) F024 AF USTRANSCOM DOD, Defense Transportation System Records, applies and is available at: Submit requests for waivers through the chain Certified Current on 17 May 20172 AMCI24-101V14 24 JANUARY 2017 of command to the appropriate tier waiver approval authority, or alternately, to the Publication OPR for non-tiered compliance items. SUMMARY OF CHANGES This document is substantially revised and must be completely reviewed. Changes include: Changes previously listed in the quarterly passenger service updates and message changes to Volume 14; all DoD references are replaced with DoDI ; Customer Service Training has been deleted and replaced with locally conducted training IAW the Career Field Education and Training Plan (CFETP); Deletion of Customer Service/Terminal X Observations; Addition of C5/C17 Hand-Carry-Only passengers; Defined owner identification tag; Update to the Account Handling Codes.

4 Section A General Information 7 1. Preface.. 7 2. passenger Operations.. 7 Section B passenger Service Center (PSC) 11 3. General.. 11 4. PSC Responsibilities.. 11 5. Patriot Express (PE/Category B) or Organic Flights (Category M) Show/Check-in Times.. 14 6. Space-R Passengers .. 15 7. Operational Support Aircraft (OSA).. 17 8. passenger Screening Procedures.. 17 9. Questionable Travel/Erroneously Manifested Passengers.. 17 10. Space-A Travel/Registration .. 18 11. Remote Space-A Registration.. 20 12. Space-Available Travel.. 21 13. Contractor Travel.. 25 14. Space-A Roll Call.. 26 15. Space-A passenger Removal .. 27 16. Head Tax and Federal Inspection Service (FIS) Fees.. 27 17. Travel Aboard Foreign Aircraft.. 28 18. Unique Mission Briefing .. 28 AMCI24-101V14 24 JANUARY 2017 3 19. Non-AMC Destinations .. 28 20. Acceptance of Minors.. 28 21. AMC Commercial Gateway Personnel .. 29 22. Information Control/Release.

5 29 Section C passenger Processing 32 23. passenger Check-In.. 32 24. Connecting/Remain Over Night (RON)/Delayed 37 25. Special Category/Unique passenger Processing Procedures and Policy.. 38 26. Passengers with a Unique CIC (MMO, MRS, MEP, Cadet, and Couriers).. 40 Section D passenger Terminal Security and Screening 43 27. passenger Terminal 43 28. Robbery and Bomb Threats.. 43 29. Signs.. 44 30. passenger & Hand-carried Baggage Screening .. 44 31. Special Inspection Procedures .. 46 32. Firearms and Ammunition .. 47 33. Personnel Authorized to Carry Unloaded Firearms.. 48 34. Personnel Authorized to Carry Loaded Firearms.. 48 35. Carriage of Firearms on DOD Chartered Aircraft.. 49 Section E Gate Services/Manifesting 50 36. Gate Services.. 50 37. Manifesting Procedures.. 53 38. Delayed, Overflown, or Diverted Flights.. 54 39. Dispatch .. 55 40. passenger Service Facilities.. 56 41. Personal Appearance.

6 57 Section F Funds Accounting/Meals/Refunds 58 42. Funds .. 58 43. Accounting Procedures .. 59 4 AMCI24-101V14 24 JANUARY 2017 44. Cash Drawer Policy.. 59 45. Change Fund Custodian .. 60 46. Deposits.. 61 47. Accepting Personal 61 48. Dishonored Checks.. 61 49. In-Flight Meals .. 62 50. Type Meals .. 62 51. Meals Purchased by Contract Carriers .. 63 52. Complimentary (TWCF) Snack/Beverage Service .. 63 53. Overpacked In-Flight Meal Service for TWCF Channel Missions .. 65 54. Overpacked In-Flight Meal Service for SAAMS/Exercise Missions .. 68 55. In-Flight Meal Schedule/Complimentary Snack/Beverage Service.. 70 56. In-flight Meal/Snack Meal Charges.. 70 Table 1. Meal Charge by Traveler Type.. 70 57. Refunds.. 71 Section G Miscellaneous 72 58. Metal Detecting and X-ray Equipment.. 72 59. Radiation Safety 73 60. Calibration of baggage scales .. 74 61. Customer Convenience Improvement Program (Terminal X).

7 74 62. Cooperative Military Airlift Agreements (CMAAs), Acquisition and Cross-Serving Agreement (ACSA) with Implementing Arrangement (IA).. 74 Table 2. CICs.. 74 Section H passenger Terminal Facility Force Protection 75 63. Objective .. 75 64. Mitigation Measures.. 75 65. 77 66. Deviations .. 78 AMCI24-101V14 24 JANUARY 2017 5 Section I Baggage Services 78 67. General Information .. 78 68. Authorized Checked Baggage .. 78 69. Processing passenger Baggage .. 82 70. Originating Checked Baggage Handling Procedures.. 82 71. Terminating Checked Baggage Handling Procedures .. 83 72. Special Baggage Handling Procedures .. 83 73. Pet Shipments .. 84 Section J Mishandled Baggage 86 74. General .. 86 75. Lost Baggage .. 86 76. Found Baggage.. 87 77. Disposition of Unclaimed Found Baggage/Articles.. 89 78. RUSH Baggage Procedures.. 89 79. Damaged Baggage Procedures .. 90 80. Pilfered Baggage Procedures.. 90 81. Baggage Lost by Commercial Carrier.

8 91 Section K -Baggage Service Center 91 82. Baggage Service Center (BSC) .. 91 6 AMCI24-101V14 24 JANUARY 2017 Attachment 1 GLOSSARY OF REFERENCES AND SUPPORTING INFORMATION 94 Attachment 2 GLOSSARY OF CODES 110 Attachment 3 AMC FORM 229, passenger SERVICE FLIGHT FOLDER, INSTRUCTIONS 124 Attachment 4 MISSION ROUTE SUPPORT CIC CHART 129 Attachment 5 AMC FORM 79 passenger INFORMATION ENVELOPE 130 Attachment 6 STANDARDS OF PERFORMANCE 131 Attachment 7 COUNTRY CODES FOR SPACE-A SIGN-UP 133 Attachment 8 WEBSITE LINKS 135 Attachment 9 SPACE-A SIGN-UP STAMP 137 Attachment 10 NON-BILLABLE CICS 138 Attachment 11 AF FORM 1305, RECEIPT FOR TRANSFER OF CASH AND VOUCHERS 140 Attachment 12 DD FORM 1131, CASH COLLECTION VOUCHER 141 Attachment 13 LETTER TO THE passenger (SAMPLE) AND DISPLAY 143 Attachment 14 SAMPLE PUBLIC VOUCHER FOR REFUNDS, SF FORM 1049 144 Attachment 15 INSTRUCTIONS FOR AF FORM 79, HEAD COUNT RECORD 146 Attachment 16 RUBBER STAMP EXAMPLE FOR CHECKS 150 Attachment 17 EXAMPLES OF DISHONORED CHECKS MEMORANDUMS 151 Attachment 18 EXAMPLE DD FORM 139, PAY ADJUSTMENT AUTHORIZATION 153 Attachment 19 PASSENGERS ON DELAYED AIRCRAFT 154 Attachment 20 SUGGESTED TERMINAL ANNOUNCEMENTS 155 Attachment 21 TERMINAL X PROGRAM STANDARDS 158 Attachment 22 UNATTENDED BAGGAGE CHECKLIST 160 Attachment 23 UNDECLARED FIREARM FOUND 161 Attachment 24 SUSPICIOUS PACKAGE 162 Attachment 25 ROBBERY CHECKLIST 163 Attachment 26 BOMB THREAT CHECKLIST.

9 DO NOT HANG UP THE PHONE 164 Attachment 27 TERMINAL PHYSICAL SECURITY EXTERNAL/INTERNAL INSPECTION CHECKLIST 165 AMCI24-101V14 24 JANUARY 2017 7 Attachment 28 INSTRUCTIONS FOR AMC FORM 134, MISHANDLED BAGGAGE REPORT 167 Attachment 29 INSTRUCTIONS AND SAMPLE FOR COMPLETING AMC FORM 47, REPORT AND DISPOSITION OF UNACCOMPANIED passenger BAGGAGE (AMC) 175 Attachment 30 MISHANDLED BAGGAGE LETTER 177 Attachment 31 BLOCK AND ENTRY DESCRIPTIONS AND SAMPLE AMC FORM 136, BAGGAGE MISHANDLED REPORT FILE 178 Attachment 32 DISTRIBUTION OF AMC FORM 134 181 Attachment 33 SPACE-AVAILABLE TRANSPORTATION FOR DUAL UNIFORMED SERVICES MEMBER SPOUSES WITH DEPENDENT CHILDREN 182 Attachment 34 passenger SCREENING INTERFACE INSTRUCTIONS (SECURE FLIGHT) 184 Section A General Information 1. Preface. Air MOBILITY command (AMC) will act as the single manager, on behalf of United States Transportation command (USTRANSCOM), for airlift, intertheater, intratheater, and Continental US (CONUS) aeromedical evacuation, aerial refueling support, and support services to the Department of Defense (DOD) Components as required by USTRANSCOM.

10 AMC operates peacetime aerial port operations for two primary reasons: (1) to continually exercise/train military and civilian personnel needed to ensure the United States is able to respond to contingencies and conflicts, (2) to provide economical air transportation to the DOD. passenger Service Agents (PSAs) function as AMC ambassadors. The image of AMC is directly influenced by the customer service provided. 2. passenger Operations. AMC passenger Terminal activities will provide a range of services to accommodate arriving/departing passengers and baggage. PSA s will afford all eligible passengers orderly and efficient processing. Depending on size, physical layout, and personnel assigned, functions may be realigned or combined for operational efficiency. All Space-Required (Space-R) and/or Space-Available (Space-A) passengers will be provided prompt, courteous, and professional service.